Troubleshooting
Q: I don't see the "Create a Free Account" link!
A: This problem will commonly occur when an Internet security suite software is enabled. If you have Norton Internet Security or McAfee Security suite or any other type of internet security protection software installed, you will have to either turn it off or adjust some settings to use this service (turn it back on when done).
Q:
What if my download does not complete successfully?
A: You might experience dropped connections for long downloads via
dial up. You need to reinstate the connection, log back into NetLibrary, redo
your search for the audiobook, and select Save when prompted to "open"
or "save."
Q:
Why doesn't the audiobook download, even though I get an acquiring license
message?
A:
If you have an older Windows Media Player version the download appears
to be working. Windows Media Player shows "acquiring license,"
but eventually you get a message that you don't have a license to play
the audiobook. You need to download a newer version of Windows Media Player,
available at http://www.microsoft.com/windows/windowsmedia/default.aspx
Q:
I can't find "Author" or "Book Title" mentioned
in my Media Player? How do I find, play, and transfer my audiobook file?
A: Media players and portable listening devices may be music oriented,
so you need to be creative when trying to find your audiobook file. Try
looking under Album title for your Audiobook title or under Artist when
looking for the Author.
Q: Can
I download and play an audiobook on a Mac?
A: NetLibrary audiobooks cannot be played on Macs because the latest
version of Window Media Player available for Macs (version 9) is based
on Windows Media Rights Manager version 1.3. NetLibrary uses version 2.x
licenses for downloadable audiobooks in order to maintain a high level
of security. Because the latest version of Windows Media Player for Macs
does not support 2.x licenses, NetLibrary audiobooks cannot be played
on Macs at this point in time.
Q: Can
I download and play an audiobook on an iPod?
A: No, NetLibrary audiobooks cannot be played on iPods. iPods use
the .aac file format and the .aac file format does not support the Digital
Rights Management protection required by NetLibrary audiobooks at this
time. Digital Rights Management protection helps ensure that the content
of our publishing partners is secure, especially when items are checked
out from the library's collection and borrowed by a user rather than purchased.
This Digital Rights Management technology allows checked out items to
expire on the due date.
Q: How do I delete an audiobook
from my personal computer or portable listening device?
A: Audiobook files are not automatically removed from the computer
when the checkout period expires. You need to manually delete the audiobook
file from your personal computer and portable listening device (in the
same manner that you delete other files). However, if you want to renew
the Audiobook, click on the file to automatically open the NetLibrary
web site (if your computer is online). You can login to your account and
renew the checkout.
Q: It won't accept my card number!?
A:In order to use this service, you must have a library card with a participating library. If you do and this form will still not present you with a 'success' message, please call our library staff and we will try to help with the problem.
Q: What Operating Systems are supported?
A: As of this time, no known players are capable of playing the audiobooks on any Operating System (without extremely advanced configuration) other than Microsoft Windows due to the copy protection. The versions of Microsoft Windows which are supported (i.e.: you can download/run Windows' Media Player 9) are Windows 98 SE, Windows ME, Windows 2000, Windows XP, and Windows 2003.
Q: Can/How do I listen to an audiobook in the car or on a regular CD player?
A: The only way to play an audiobook in a car is to hook up either a laptop or portable listening device capable of playing these files to the car stereo. There are radio transmitters and other types of adapters in most electronic/computer stores; this also means you cannot listen to a downloadable audiobook on a regular CD player system.
Q: I can't find the book I downloaded the other day!
A: When you download an audiobook file, make sure you choose "Save As" or "Save to Disk" when downloading the file. Choosing the "Open With" option will only keep the file on your harddrive for a temporary amount of time, and I doubt you will be able to finish most audiobooks during that time. If you chose "Open With", go back and redownload the file and choose "Save As" or "Save to Disk" and remember where you saved the file. An easy spot to remember (and find things for later use) is the Desktop, or "My Documents" folder (in that order).
Q: Forgotten Your Password?
A: If you've forgotten your password, the library cannot help you. Your NetLibrary account is specific to NetLibrary's own website; however, NetLibrary does supply a password recovery feature which can be found here.
Q: My problem isn't listed here! HELP!
A: If you're still having problems using the site and cannot find an answer here, first try finding the answer in the general HELP section provided on NetLibrary's own website (You might have to be logged in to view this page). This is the most up-to-date and informative piece of material to find answers to your problems.
- All instructions on these pages are from the NetLibrary HELP site. They are current as of 9/30/2005, but you may need to refer to the NetLibrary site for specific updates. You may also contact NetLibrary with product questions. They do not provide technical support for personal computers, Palm OS handheld devices, software media players, or portable listening devices.
- Only barcodes from a participating library will provide access to the downloadable audiobooks.
- Contact your local library with questions or comments, and to locate additional library materials including audiobooks on tape and on CD.